Call Center Representative (Medical Office) - full-time

Community Health Center of the North Country • Canton, NY

4d

About The Position

The Call Center Representative is the first point of contact for patients calling Community Health Center of the North Country’s health centers. The role answers incoming calls and electronic messages, schedules appointments, responds to patient questions, and connects individuals with providers and services. It is suited to someone who enjoys helping others, works well in a fast-paced environment, and is committed to excellent customer service.

The representative supports patients, providers, and community members by creating a welcoming experience, providing general information, and maintaining patient confidentiality in accordance with HIPAA requirements. The position also helps health center operations run efficiently through accurate electronic health record documentation, patient outreach, and coordination with clinical and administrative staff.

Requirements

• High school diploma or GED.
• One year of customer service experience.
• Excellent communication, organizational, and multitasking skills.
• Strong computer skills, including the ability to navigate multiple systems while speaking with patients.

Nice To Haves

• Associate's degree.
• One year of call center, medical office, or dental office experience.

Responsibilities

• Answer incoming telephone calls, electronic health record messages, and patient portal inquiries promptly and professionally.
• Create a welcoming, positive experience for patients, providers, and community members.
• Respond to general questions about appointments, insurance, co-payments, and the sliding fee scale.
• Maintain patient confidentiality in accordance with HIPAA requirements.
• Schedule appointments using established protocols.
• Route calls and messages to the appropriate clinical or administrative staff.
• Help patients access providers, medications, and other health care services in a timely manner.
• Confirm appointments through outbound calls as needed.
• Respond appropriately to emergency calls by following established procedures.
• Accurately document patient communications in the electronic health record while speaking with callers.
• Develop a strong understanding of health center services and workflows.
• Participate in patient outreach and customer service initiatives to improve access to care.
• Welcome new patients and help maximize appointment availability.
• Seek assistance when needed to ensure patients receive a high level of service.
• Perform other duties as assigned.

Benefits

• Competitive pay.
• Comprehensive benefits package.
• Paid time off.
• Health, dental, and vision insurance.
• Retirement benefits with employer contributions.
• Employer-paid life insurance.
• Ongoing training and opportunity for advancement.
• Supportive team environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED